Maintenance Overview

All of our maintenance contracts are designed to make your life easier and assure you guaranteed SLA (service level agreement) responses for service impacting outages and priority queuing for non-critical MAC (moves, adds and changes).

VIVE can provide you with the manufacturer’s maintenance contract or a tailored plan that speaks to your needs and business demands.

Some of our clients have existing contracts or prefer writing their maintenance with the manufacturer, in those cases VIVE is prepared to assist you in getting those contracts initiated.

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Moves, Adds & Changes

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Remote Diagnostics

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Hardware Replacement

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Minimize Downtime

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On-Site Dispatch

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Emergency Service

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Proactive Monitoring

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Admin Training

Maintenance Features

With any Vive maintenance plan you can expect a full suite of support services to fix issues of any scope.

Response Time

Our response time is related to the scope to of the issue. Non priority administrative issues are generally worked by our tier 2 engineers while service effecting issue are bumped to ‘high priority’ to our team of tier 3 /4 engineers

Target Work Effort

Generally most issues are resolved soon after they come into the ticketing system. In the event of a high priority issue Tier 4 engineers will be allocated the tickets in order to minimize impact.

Communication Plan

Every service issue is different. We take the size of the issue, the nature of work being done, and even the client’s unique preferences into account as we determine which type of communication plan is needed for a complete resolution.

Impact

Service effecting issues will be bumped up in the queue in order to recive the attention they need while routine administrative changes will be done by our team within the guidleines of your SLA agreement.

Service Level Agreements

8 x 5 Business Hours Maintenance SLA

Response Time Correlated with Issue Severity

Priority #1 – Response Time: Up to 2 Hours

Priority #2 – Response Time: Up to 4 Hours

Priority #3 – Response Time: Up to 8 Hours

Target Work Effort Until Resolution

Priority #1 – Continuous in service hours until resolution between 8×5

Priority #2 – Daily until resolved during 8×5 hours

Priority #3 – Complete within 24 hours done 8×5

Communication Plan

During the lifespan of you sevice ticket our team will engage in your preferred method of contact whether it be a phone call or email depending upon your prefernce. Once the issue is complete you will receive a copy of the engineers transcripts as they correlate to the issue.

How We Gauge Severity

Priority #3 – Minimal system impact; includes feature requests, MAC and other non-critical questions and changes.

24 x 7 Full Time Maintenance SLA

Response Time Correlated with Issue Severity

Priority #1 – Response Time: Up to 2 Hours

Priority #2 – Response Time: Up to 4 Hours

Priority #3 – Response Time: Up to 8 Hours

Target Work Effort Until Resolution

Priority #1 – Continuous in service until resolution

Priority #2 – Daily until resolved within customer business hours

Priority #3 – Complete within 24 hours done 8 x 5

Communication Plan

During the lifespan of you sevice ticket our team will engage in your preferred method of contact whether it be a phone call or email depending upon your prefernce. Once the issue is complete you will receive a copy of the engineers transcripts as they correlate to the issue